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Research of extension evaluation on logistics service quality in B2C electronic commerce

Author(s): Liang Chen

With popularization of computers and smart phones and the fast development of Internet technologies, Electronic Commerce (E-Commerce) has swept people's lives. More and more people are involved in E-Commerce, especially when B2C E-Commerce has taken up half the market shares in E-Commerce due to its outstanding advantages. As the influence of E-Commerce on people's lives grows, enterprises are paying more attentions to their service quality, especially logistics service quality which is of vital importance, and therefore, it has become an important and effective strategy for E-Commerce operators to maintain advantageous position in the competition by improving their logistics service quality. However, there is not any currently prevailing evaluation standard on logistics service quality in E-Commerce. This paper focuses on such evaluation standard and proposes an evaluation indicator system and establishes an evaluation model on basis of extenics, aiming to realize accurate evaluations on basis of data acquired through investigations. In addition, this paper takes Tmall as a typical ECommerce operator for multi-dimensional verification of such evaluation standards. The paper gives a general clue to the currently logistics service quality in current B2C ECommerce and the prospects of B2C E-Commerce operators. As such, the researches are of practical values.

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